Reckon Portal Issues - Current Status ~ 29 May

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  • RavRav Administrator Posts: 9,868 Administrator
    edited June 2017
    Hi Yasmin,

    I've spoken to the Portal team in relation to your query, they've advised this occurs when a Partner creates a book on their own account and adds the client as a contact. Effectively, the client has become a staff member on the partner’s account.

    Its pretty easy to resolve, and there's a write up below.
    • Take note of the client user details (mainly username and email address)
    • Take note of the book they are supposed to have access to. (The book name)
    • Go to the ‘Staff’ section and locate the client user in the list. Click the red trash can icon and click ok on the confirmation message. Don’t panic, this does not delete the user itself, it simply removes the customer from the parter’s company. 
    • The client can then log into the portal. When they do, they will be greeted with a screen asking them to select their closest country. Once the country is selected, the client will see the dashboard with an option to get get started for free. (No need to click this button)
    • The partner will then locate the book that the client needs to access. Click on the settings icon for that book and select ‘Share’. Under the share heading, enter in the client’s username and click the share button. 
    • Once the roles have become available, select a role from the list. (Note, these roles are coming from Reckon One). Once the role has been selected, click the tick icon. 
    At this point, the client can then log in, go to the ‘Shared with me’ tab and open the book.

    I would also recommend checking out this Portal support article and video on Sharing a Book in the new Reckon Portal -
    Create new user in Reckon One, Delete the user, share the book with accountants





  • TonyTony Member Posts: 16
    edited June 2017
    Hello Rav, Mate I still have a problem with Reckon One. The problem involves trying to receive payment for an invoice. I can not receive a payment for an invoice by selecting it from the list of invoices, by that I mean where there is a list of invoices with little squares to the left, when I select the invoice I want, the option comes up with delete or receive payment, it goes to the next stage, but after filling in the details I can not save the payment, it just sits there and does nothing. I am able to complete the task if, I open the invoice itself, by pressing the invoice number, and then select receive payment option from the invoice page, it will save then.
    Thanks
    Tony
  • RavRav Administrator Posts: 9,868 Administrator
    edited June 2017
    Hey there Tony,

    Which browser are you using when you encounter this problem? Does the same thing happen on an alternative browser as well?

    Let me know

    Cheers
    Rav
  • TonyTony Member Posts: 16
    edited June 2017
    Hi Rav,
    The problem is when using Firefox. I have the lasted updated version 54.0, updated two minutes ago, the same problem still exists after update.
    I am able to complete the task when using chrome, updated version 59.0.3071.86
    This is a small minor problem, but it still indicates a compatibility problem with firefox.
    Cheers
    Tony
  • Jeff O'DonnellJeff O'Donnell Member Posts: 1
    edited June 2017
    I am missing my second book.
    Still.
    After.
    three.
    weeks.
    of .
    calls.
    to.
    support.
    Not.
    even.
    any.
    acknowledgement.
    from.
    tech.
    Xero is looking pretty good right now.
  • RavRav Administrator Posts: 9,868 Administrator
    edited June 2017
    That certainly doesn't sound too good Jeff. Where are things at right now? Is the book itself missing ie. it's not visible on screen or are you unable to launch it? 

    Is it your own book or a book that has been shared with you?
  • TonyTony Member Posts: 16
    edited June 2017
    Rav,
    Still have the same problems with Reckon one that I mentioned in my previous posts, I have now found that I have a problem with the create estimates option. I just tried to create an estimate, and have a similar problem with the other faults, that is, you can enter information, but you are unable to save. This only happens when using Firefox, all features appear to work correctly in Chrome.
    I assume a team is working on making Reckon one compatible with Firefox, obviously you guys must recognize that there is a problem.
    Hoping for some good news soon.
    Cheers
    Tony
  • RavRav Administrator Posts: 9,868 Administrator
    edited June 2017
    Hi Tony,

    Apologies for not getting back to you sooner. Yes the team have been looking at issues appearing on some versions of Firefox affecting the ability to save. It doesn't seem to happen on all versions of Firefox.

    Can you let me know the full version number you are using when encountering this issue?

    Cheers
    Rav
  • TonyTony Member Posts: 16
    edited June 2017
    Rav,
    The problem is when using Firefox. I have the latest updated version 54.0, updated two minutes ago, the same problem still exists after update.
    I am able to complete the tasks when using chrome, updated version 59.0.3071.86
    Thanks
    Tony
  • JodieJodie Member Posts: 42
    edited April 2020
    Is there a direct contact to portal team,because i am over this...... been on hold for 15 minutes so far :(
  • John GJohn G Reckon Staff Posts: 2,283 ✭✭
    edited June 2017
    Hi Jodie,

    To delve further into your issue could you please send through the username you use to access your Book.  Send to [email protected]

    regards,
    John
  • JodieJodie Member Posts: 42
    edited June 2017
    Hi John,
                  Thank you for above information, however I have been doing that since the 30th of May and I am still not able to get into my system.  This has been going on since then it is beyond a joke, my committee is looking at me in disguised and I am not sure if I will keep my job when it comes back up because of the issue we have had since changing from hosted to reckon one at my suggestion. 
  • Heather DunnHeather Dunn Member Posts: 13
    edited June 2017
    Jodie I hear you frustration.  I only just fixed the problem I was having since the up grade on the 29 May.  I am still waiting for someone to get back to me from my last post which is about 2 weeks ago.
  • JodieJodie Member Posts: 42
    edited June 2017
    Heather, very frustrated as I only get paid for hours that I work and it is very hard to work when you do not have a system that works.  Can I ask how you fixed your problem?
  • Heather DunnHeather Dunn Member Posts: 13
    edited April 2020
    I removed Firefox and used a different browser
  • JodieJodie Member Posts: 42
    edited June 2017
    ok, thanks I might give that ago.  I have tried using microsoft edge but have not removed firefox..
  • Heather DunnHeather Dunn Member Posts: 13
    edited June 2017
    I have a Mac so I used safari but I imagine you could try google

  • JodieJodie Member Posts: 42
    edited June 2017
    Just downloaded Safari and then Google chrome and still have loop problem :(
  • RavRav Administrator Posts: 9,868 Administrator
    edited June 2017
    Hi Jodie, This looping issue you're experiencing is not related to your browser unfortunately. I know that the team were thoroughly investigating your case on Friday and I will recheck with them tomorrow for an update. Thanks Rav
  • Heather DunnHeather Dunn Member Posts: 13
    edited June 2017
    Hi Jodie at least Rav got back to you I am still waiting for him to reply to my message
  • RavRav Administrator Posts: 9,868 Administrator
    edited June 2017
    Hi Heather, 

    Can you let me know what your outstanding query is around the Portal/issues etc?
  • Heather DunnHeather Dunn Member Posts: 13
    edited June 2017
    Your lack of communication and follow through is the biggest issue in the end I had to resolve the problem I had myself
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